scholarly journals Service Quality Assessment Model (SQAM) : an Empirical Study for Evaluating Service Quality of Fitness Clubs in China

2008 ◽  
Vol 18 (1) ◽  
pp. 43-57
Author(s):  
Qiang ZHOU ◽  
Hideo KIKUCHI
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Quality Assessment ◽  
Assessment Model ◽  
Fitness Clubs

scholarly journals SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA

2021 ◽  
Vol 6 ◽  
pp. 293-311
Author(s):  
Iveta Katelo ◽  
Irēna Kokina ◽  
Vitālijs Raščevskis
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Public Administration ◽  
Customer Service ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Assessment Model ◽  
Quality Of Services

Improvement of quality of public services is one of the important goals in the advancement of the operation of state / public administration in Latvia. The aim of the research was to evaluate the quality of customer service in the institutions of public administration in Latvia, to perform the factor analysis of the collected data.The research was based on the selection of customers of public services, in total of 292 people in Riga and in Latvian regional centres in 2017-2018. The research was conducted in public institutions of Latvian regions that provide social assistance (SSIA – the State Social Insurance Agency), offer employment promotion services (SEA – the State Employment Agency); realize tax policy in the state (SRS – the State Revenue Service), implement the state environmental protection policy (MEPRD – Ministry of Environment Protection and Regional Development); provide legal aid services (DC – Daugavpils Court). The quality of services provided to the clients of corresponding institutions was evaluated. For the data collection, the service quality assessment model – the SERVQUAL instrument (Parasuraman et al., 1988) was used, as well as the analysis of the research data factors was carried out.The service quality assessment revealed that the performance of public service organizations in Latvia does not meet the customers’ expectations. The evaluation of service quality provided by public authorities, as well as their regular monitoring would improve the quality of services provided. 

An Empirical Study on the Quality of Services Offered by the Private Life Insurers in Burdwan

2016 ◽  
pp. 31-55
Author(s):  
Partha Sarathi Choudhuri
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Sample Size ◽  
Service Provider ◽  
Service Sector ◽  
West Bengal ◽  
Private Life ◽  
Quality Of Services ◽  
Life Insurers

Service quality has become as one of the most important ensuing factors in the service sector. Considering various needs and requirements of the customers, like any other service provider life insurers also always trying to provide better quality of services to their customers in order to satisfy them. In this chapter, the researcher conducted a study on the quality of services offered by the private life insurers operating in the district of Burdwan, West Bengal, through proper investigation of the service quality structure in the present perspective. Here, accepted 661 usable responses with respect to the customers and 582 usable responses with respect to the insurers were considered as the sample size of the study and statistical package SPSS 16 as well as Bexley's Customer Retention Indicator Grid ware used to perform the analyses.

Service quality assessment in liner shipping industry: an empirical study on Asian shipping case

2015 ◽  
Vol 7 (2) ◽  
pp. 221 ◽  
Author(s):  
Sheng Teng Huang ◽  
Emrah Bulut ◽  
Okan Duru ◽  
Choi Na Young Hwan ◽  
Shigeru Yoshida
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Quality Assessment ◽  
Liner Shipping ◽  
Shipping Industry ◽  
Shipping Case

FORMATION OF THE MODEL ASSESSMENT OF THE QUALITY OF PREPARATION OF MASTERS IN THE CONTEXT OF THE INSTITUTIONAL TRANSFORMATION OF HIGHER EDUCATION

2015 ◽  
Vol 10 (5) ◽  
pp. 214-226 ◽  
Author(s):  
Строева ◽  
Olesya Stroeva ◽  
Иващенко ◽  
Tatyana Ivashchenko
Keyword(s):  
Higher Education ◽  
Quality Assessment ◽  
Russian Federation ◽  
Assessment Model ◽  
Institutional Transformation ◽  
Model Assessment ◽  
Master Program ◽  
Foreign Experience ◽  
The Russian Federation

In the article the background of the quality assessment model of training Master students is examined. Based on the analysis of foreign experience academic models are structured formed as a result of several factors. The criteria of the formation of the institutional framework for transforming the system of higher education in general and Master training in particular. On the basis of the study the problems of functioning of Master Institute in the Russian Federation are systematized. Indicators of compliance of competencies of Master passport with the competencies of Master program are presented.

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